Publication Date:

Discipline:

Source:

Product number:

Length:

Also Available in:

description

Retailing requires attention to detail and customer and employee loyalty. Wawa is a 50-year old food retailer with almost a cult-like following. With $9 billion in revenues, Wawa is the 50th largest privately-held company in the US. Learn how they have accomplished consistent 15% annual shareholder returns. The Wawa associates (name for employees) have an ESOP which plays a key role in Wawa's culture of ownership. This case explores the role of incentives and levers of control to create a successful retail chain.

Discipline:

Source:

Product number:

Length:

Also Available in:

description

The CEO of a financial services organization must decide how to maintain the company's "customer-first" values in the face of significant performance pressures after the economic crisis of 2008.

learning objective:

Understand the costs and benefits of explicitly prioritizing stakeholders other than investors; Develop the concept of "values-based constraints" and show how this concept influences operational innovation identify prescriptions for scaling while maintaining empowerment.

Publication Date:

Discipline:

Source:

Product number:

Length:

Also Available in:

description

The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and acquisitions, Canada's fifth largest commercial bank, Toronto-Dominion Bank (TD Bank), undertook a merger with a relatively small trust company, Canada Trust, which was known for exceptional customer service. To assuage the concerns of regulators, consumer groups, and newly acquired customers, TD Bank made several public pronouncements promising to maintain Canada Trust's high customer service standards and to deliver a "comfortable banking" experience. Chris Armstrong, executive vice president and chief marketing officer, was now faced with the task of defining the comfortable banking model and consistently delivering on these promises. Armstrong and his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation and performance reporting systems to consistently, and profitably, deliver a "comfortable banking" experience.

Source:

Product number:

Length:

Also Available in:

description

The executive team at Affinity Plus Federal Credit Union has pushed the concept of members first deeply throughout the organization, empowering employees to put member-owners' interests ahead of either the organization's interests or their own interests. As a result of this focus, the credit union must determine what to do with its profitable indirect auto lending business, which some see as inconsistent with the strategic direction set by the management team.

learning objective:

To introduce students to credit unions as a form of cooperative economic entity, depositories, and indirect lending. The case discussion facilitates a discussion of organizations in which shareholders are customers and the implications of this structure, as well as an organization in which employees have substantial individual latitude to modify the terms of lending and borrowing arrangements.

Source:

Product number:

Length:

Also Available in:

description

The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and acquisitions, Canada's fifth largest commercial bank Toronto-Dominion Bank (TD Bank) undertook a merger with a relatively small trust company, Canada Trust, which was known for exceptional customer service. To assuage the concerns of regulators, consumer groups, and newly acquired customers, TD Bank made several public pronouncements promising to maintain Canada Trust's high customer service standards and to deliver a "comfortable banking" experience. Chris Armstrong, executive vice president and chief marketing officer, was now faced with the task of defining the comfortable banking model and consistently delivering on these promises. Armstrong and his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation and performance reporting systems to consistently, and profitably, deliver a "comfortable banking" experience.

*required field. You can change details at any time before activation.

The enrollment number will not limit students' access to materials. Accurate enrollment allows
us to manage site traffic and course activity.

If your course is affiliated with an institution not listed here or you need to create a course to last longer than 6 months,
please contact HBP Customer Service at custserv@hbsp.harvard.edu or 800-545-7685.

Type the information in each box. Boxes marked with an asterisk (*) are required information.
You can change the coursepack information, including the Start and Stop Dates and the quantity,
at any time before you activate the coursepack.

If your coursepack is affiliated with an institution not listed here or you need to create a coursepack
which is longer than 6 months, please contact HBP Customer Service at custserv@hbsp.harvard.edu
or 800-545-7685.